Kill Devil Hills Vacation Rentals by Vacasa — Local services in Avon

We decided to rent a place that had all the amenities to be able to stay on property during our visit to OBX during the pandemic. We rented the Elite property of Oak Dunes #100. We were there the of week June 6th-13th. From the time we arrived to the time we left there was nothing but problems. Checking in the key code did not work, Thomas came to let us in. We use the grill, it was dirty and rotted out that it kept catching on fire. Go to use the Tv none of them work, except the movie room. Sunday call to let them know that we had some issues and they send Anna out she wasn't able to fix them. She checked the circuit box and the Arc fault circuit breakers kept tripping. She said an electrician would be out to fix on Monday. No electrician came out on Monday. Called again several times. Tuesday Thomas returns we go over all the issues with him again. He tells us an electrician will be out the next day. No electrician again. Thursday Dustin comes out we go over the list with him. He goes and fixes some of the deck issues, offers us ice and a new grill. This is Thursday we leave on Saturday. Friday morning to our surprise the electrician arrives his name is Ryan and had two helpers with him from Outer Banks Electric . Lucky us we find out that they had done emergency repairs on Memorial Day weekend for this property. Apparently they had worked done on the property by an uncertified electrician, he was replacing the outside lights and did them wrong causing the circuits to trip so the people there Memorial Day weekend had no power on half the house. Ryan said he was able to fix it temporarily on Memorial Day weekend and that he email Outer Beaches Realty to say that they needed to do more work to fix the property. He didn't hear from again June 11th to come do more work, they obviously didn't contact him until the end of the week. We did not rent this property until after Memorial Day weekend. They had plenty of time to fix the issues before we arrived. The whole time we were there they promised to be taking care of the issues that clearly they should had done before we arrived. The least they could have done is let us know before we arrived, so we aware or could cancel. Other issues we had was with the pool it was full of algae all week. The hot tub jets were not working properly one side was not working at all. The pool guy was out three times, he said he told Outer Beaches the the pool had clogged pipes and only one skimmer box was working so debris collected in the middle of the pool. He told them this the week before we arrived as well. We called them so many times to get answers it was ridiculous. Spoke to managers Crystal Duvall and Jenny Creech they offered us $1,000.00 refund and a pizza. Told them we did not want their pizza and as far as a refund of any amount we haven't seen anything. They told us the owner, James wasn't answering them for approving any work to be done. Funny James got back to me when I contacted him, we spoke for close to an hour about the issues at his property. James was fully aware of the electrical issues as well. Since speaking to Crystal on June 12th, we have not heard a word about anything. Left a message for Heather George no return call. You can't blame poor customer service on COVID.

So basically we spent our vacation giving Outer Beaches Realty a punch list of things to fix. Hopefully they did them and the next renters were able to enjoy the amenities of the property.

We completely understand that it is a rental property and won't be perfect but for an elite property you would think electric would work and the pool would be clean.

The practices of this company are not up to the code of ethics for National Association of Realtors. Filed a claim with PA Attorney General. The public needs to be made aware of this company and their practices. Look at all the reviews on here they all have had similar...

We booked with Outer Beaches MAY 4-11, 2019. LIVING IN 3/4 TIME #752. My husband is in a chair with partial paralysis, accessibility is important. We had gotten a call that the house was ready at noon. The first to arrive were told they couldn't be on the property yet. THEY WERE BULLDOZING THE SAND OFF THE DRIVEWAY to come back after 3. Family with small children arrive, unpack them and someone tells them the same thing, not a good situation. As a premier property, it's well appointed, very clean INSIDE . There was a list of things wrong that we immediately reported to maintence - Mitch was very nice. Service guys did their job and fixed everything they could. Things that SHOULD have been obvious before a guest arrival. The security gate to the pool - was literally coming off the face plate.The sliding door to the pool didn't work. The first floor bedroom had screen was broke, so no ocean breeze for that rooms. ALL of the decks AND PATIO furniture were COVERED in bird poo. The bunks swayed 6 inches. Kitchen table top wasn't secured - lean on one it and the other side flies up in the air! No hot water on first floor. NO CABLE it wasn't hooked up at all. NO SURROUND SOUND as advertised, just a hole where it used to be. The pool was full of sand...Henry the pool guy was FANTASTIC!The hot tub was relocated to the 2nd floor-requiring walking through a bedroom to get to it. Not accessible like if it was at the pool. NOW FOR THE BIG DEAL.....the fan above the stove...WAS BROKEN and SET OFF THE FIRE ALARMS THROUGH OUT THE HOUSE WITH AN AUDIBLE FIRE ALARM "FIRE She ignored requests for some type of resolution, for credit or compensation. She told me she thought it was "fixed" according to the message she got from Mitch in maintenance, that it was being repaired. So day 4, all these back and forth calls...repair people throughout the house, I asked if this is how she would want to spend her vacation? She went as far as to say it was very suspicious that the guests staying the PREVOIUS week didn't report this! Yeah - because there were no guests the previous week! THAT'S ACCORDING TO SALLY. I spoke to Diana, who assured me they were working on a solution.I said I'll go home and STILL have no resolution. Which is exactly what happened. I was told to speak to Roxanne. She never called me back, just referred me back to Sally. So Sally finally has a resolution for us once we got home. She spoke to the owner of the property - he feels so bad about everything he offers a 200.00 credit FOR NEXT YEAR on our 4000.00 plus rental. tell him what to do with his credit!! Sally had nothing to add. No one else has reached out to us, despite another message to Sally and management. NOTHING. Way to do business Outer Beaches.. My husband is a DISABLED GULF WAR veteran. I am his full time care giver....is this how ANYONE WANTS TO DEAL with issues on...

I haven't even gone on vacation yet and dealing with their help line has been a disaster. When I tried to pay my trip off in advance online, it would not process. I called to inquire and it was because they could not accept my husband's card information due to him not being the primary individual on the vacation account. I initially laughed in disbelief and then apologized and asked if there was a way we could submit a feedback or recommendation form regarding that whole process because it's going to be an ordeal switching out the accounts and cards to get to the funds we saved for the trip. I indicated I was aware it wasn't the person's fault who was helping us and I knew our situation would not be remedied; however, I wanted to submit a feedback form of sorts as a recommendation that they not limit who can pay towards a vacation. The individual helping us put us on hold at least 3 more times just to come back each time and tell us they could not accept my husband's card...which I kept repeating back I knew and we had established that much earlier on in the call. I simply wanted to formally submit a recommendation to someone above her who might address issues such as this and may modify business decisions in the future to make it a little easier for us to book. She finally got back to me after almost an hour and said there was no form available. I asked if there was any way to submit any feedback to the company. She indicated there was not. I asked what other rental companies are managed by Vacasa in the OBX because I wanted to avoid them in the future. She remained dead silent. I inquired for a reference number for the call. She remained silent on the line for an additional 10 minutes of so. I could hear her clearing her throat every so often. As of right now, I am still waiting on the phone but now the hold music is playing. I guess she must have recognized I could hear her. I worked in a call center and managed one for 3 years back in the day. I get it. I didn't raise my voice. I wasn't rude towards her. I just simply persisted with the information I wanted to know about. This is ridiculous in terms of customer service. I do hope the home we rented goes over better than this call. However, as a general guideline I would caution anyone who has a desire to buy from or work with companies that have such a difficult time with information transfer and...